TFO Coordinator

Technical Field Operations (TFO) Project Coordinator

As the TFO Coordinator, you are the face of the TFO program, an ambassador to our co-workers and our client. You value relationships, your co-workers, and strive to do right by your stakeholders. The TFO Coordinator is responsible for supporting the TFO program, including oversight of all coordination activities, operationalizing team processes, developing and maintaining relationships, and providing technical insights and guidance to technicians in the programs. The TFO Coordinator must also coordinate technical projects, including testing, risk assessment, and project deliverables. You must be willing to jump into uncertain, challenging environments. Experience in client service management and operations are required. We are looking for a smart, innovative team member who can help run a program and address problems in a scalable way in different environments. This role is responsible for maintaining quality IT services across client offices which requires (25%) travel.

Description:

• Provide technical expertise and guidance to TFO technicians, ensuring best practices in troubleshooting, workflow management, and service execution.

• Monitor service trends, ticket escalations, and resolution times across multiple locations, proactively identifying and addressing inefficiencies.

• Works directly with Operations Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators and client-led projects.

• Provide direct support in the execution and delivery of managed services.

• Observe and reports on service trends across the program sites and regions.

• Participate and coordinates client projects.

• Schedule and communicate travel to program supported offices to provide in-person support on a regular basis.

• Provide constant updates to program technicians to keep them in the loop with the status of their incidents, requests or problems.

• Lead and provide coaching to on demand and other TFO Technicians when workflow deficiencies are identified.

• Conduct regular check-ins with supported sites to understand needs and define deliverables.

• Effectively communicate project expectations to team members and stakeholders.

• Audits Ticket data to ensure ticket handling quality meets or exceeds expectations for TFOs.

• Educate technicians on basic functions and new technologies that will help streamline their workflow

• Attend and provide input during team meetings and leadership syncs.

• Coordinate tasks and manage resources responsible for execution of services.

• Track project milestones and deliverables.

• Develop and deliver proposals, requirements, documentation, and presentations.

Responsibilities:

• Perform all TFO defined duties when supporting an office.

• Act as SME / POC for technicians.

• Coordinate closely with the site coordinators to determine when issues arise, how best to resolve them and with which team/course of action.

• Coordinate closely with leadership to escalate issues.

• Lead the coordination of technical projects, including testing, risk assessment, and project deliverables.

• Track and report project milestones, risks, and dependencies to leadership and stakeholders.

• Participate in cross-functional initiatives, contributing expertise to enhance IT infrastructure and operational workflows.

• Develop and deliver project documentation, reports, and presentations to leadership.

• Maintain strong relationships with key stakeholders, ensuring alignment between field operations and client expectations.

Qualifications:

• Bachelor's degree in IT, Computer Science, or related field preferred (or equivalent experience).

• 5+ years of experience in IT operations, field services or application support

• Strong expertise in technical troubleshooting, IT service management, and operational support.

• Must be able to travel (25%)

• Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment

• Inviting personality, friendly, sociable

• Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and/or processes.

• Ability to take notes and record all interactions and steps taken with the users.

• Ability to follow proper escalation paths

• Strong written and verbal communication skills

• Strong analytical capability; ability to exercise sound judgment; strong decision-making skills

• Strong attention to detail

• Strong organization and prioritization skills; ability to perform multiple tasks and meet deadlines in a fast-paced, dynamic environment

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